INFOGRAPHIC: CCMA celebrates 25 years as advocates of the contact centre industry
The Call Centre Management Association (CCMA) is marking a quarter century at the forefront of the UK contact centre industry. As the industry’s longest serving association, the CCMA says it has hundreds of members representing many of today’s leading brands, hosting both the UK National Contact Centre Awards and the UK National Contact Centre Conference. […]
Do you provide Agent Coaching & Monitoring solutions? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focussing on Agent Coaching & Monitoring solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
Looking for new customer service solutions? Start right here…
We understand that your time is precious, that sourcing new suppliers is tough. The Call Centre & Customer Services Summit is our solution. 29 & 30 April 2019 – Radisson Blu Hotel, London Stansted This two-day event will give you the opportunity to meet with innovative and budget-saving suppliers, face-to-face, based on your own individual requirements. […]
5 Minutes With… Frank Sherlock, VP International, CallMiner
As part of our ongoing customer care executive interview series, we sat down with Frank Sherlock, VP International at CallMiner, to talk about its latest solutions, Brexit, AI, industry trends and what we can expect from 2019 and beyond… Tell us about your company, products and services. CallMiner empowers organisations of any size to extract […]
GUEST BLOG: Preparing for peak rate calls
By Fauzia Mulla, Head of Customer Experience at ArrowXL When logistics companies and home delivery partners are preparing for the busy Christmas period, the headlines tend to focus on major investments made across hubs and depots, increasing the size of their fleets of vehicles and supplementing their workforces with extra manpower. However, this activity can […]
Ericsson in hot water over O2 data outage
O2 is reported to be seeking millions of pounds in damages from Ericsson after the mobile operator’s extended data service downtime late last week. The issue, which Ericsson attributed to an expired software license, resulted in a customer care whirlwind for O2, which has for the most part been praised for the way it handled […]
Support Services Group deploys Teleopti Workforce Management
Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM) technology to schedule over 300 agents across five locations and four time zones in the USA and Domincan Republic. The company claims that since deployment of Telepti WFM Cloud solution Support Services Group productivity has increased by 5%. Agent idle time and over […]
Are you one of our VIP customer care professionals?
Would you like to join 65 other senior call centre and customer service professionals next April? You are invited to attend the Call Centre & Customer Services Summit for FREE as our VIP guest – it takes place 29 & 30 April 2019 at the Radisson Blu Hotel, London Stansted. Register your free VIP place here. […]
Impact of bad customer service on retailers revealed
Nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service in store, on the phone, or online. That’s according to new data by 8×8, which 2,018 UK adults in October, finding that when asked about the bad service they had received, the most common issue consumers cited (78%) was being […]
Call Centre & Customer Services Summit – Everything you need to know
Are you free on April 29th & 30th 2019? Join us at the Call Centre & Customer Services Summit! This is a bespoke and highly-targeted two-day event created specifically for senior customer service professionals like you. And it’s is entirely FREE for you to attend. When: 29 & 30 April 2019 Where: Radisson Blu Hotel, London Stansted Format: Corporate […]
